Help desk software can offer a wide range of feautres depending on a company type you run, be it a B2C or a B2B business or a small or large enterprise. If you don’t have a vast expereince with that kind of services and you have a limited budget to get a solid solution it’s often difficult to find the best help desk software for your company. You should keep in mind that purchasing a help desk software calls for a proper mindset, not only a technical knowledge. In this article we’ll share five things you should consider when buying a help desk software for small companies.
What’s your goal for the help desk software? Any help desk solution aims to satisfy customer queries, but how exactly will the software help you achieve that goal? To get a clear picture, assess first how you conduct customer service now, including staff size, call volume, touch points, and the process from customer call to resolution. What particular area do you want help desk software to improve? To reduce the size of your customer service staff? Provide more touch points to customers? Automate some of the steps in your current processes, such as assigning calls or forwarding basic questions to a knowledge base page? You can have all these features, but prioritizing them according to your goal will help you shortlist the products in a comparison review.
As a small business, it’s likely you won’t need all the robust features of the top help desk software. A help desk mobile platform may be unnecessary yet, or a live chat may not be needed. When reviewing help desk software, focus on the main functions, such as, tracking time, automation, and reporting. Tracking time allows you to ID customer queries and follow their status. An automation suite can pre-set specific processes, such as: assignment of calls; forwarding to a knowledge base site for recurring questions; or pipelining questions from basic to technical and difficult.
It’s one of the critical factors on how to choose help desk software for small companies. With a limited budget, make sure to get the most out of help desk software. Pricing factors include number of users, features, and payment model. A help desk vendor may offer discounts for annual subscriptions. Likewise, dropping non-urgent features like mobility and sophisticated business analytics can stretch your budget and reallocate it for other more important areas like adding more users.
A small business cannot afford not to have technical support. Anticipate glitches and bugs to pop up at the worst time (you’re inundated with customer queries). A vendor with its own help desk support—email, chat, or phone—that you can access any day can be critical to your own customer service. Check for simple support including password retrieval, knowledge base of step-by-step solutions to common technical problems, and system recovery in case of a downtime.
Lastly, a simple research via Google search or email to other small businesses that have been using your shortlisted vendor may go a long way. Who else can give you a better assessment of the software than those who are using it? Likewise, browse through products reviews and customer testimonials. But take those posts with a grain of salt; some of them are honest as some are planted by the vendor. Instead, spot for a recurring problem across different discussion threads or review forums.
Shortlisting help desk software products is critical to a company, more so for small businesses with a limited budget. With a little legwork and patience, how to choose help desk software for small companies can be a cinch.
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